Guest Services Shift Supervisor

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Guest Services Shift Supervisor

Market Range:

MR13

Approved Date:

3/24/2021 3:16:50 PM

FLSA:

Non-Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100404

Job Family:

Social Services

Sub Family:

Housing Services

Primary Purpose

The Guest Services Shift Supervisor is responsible for daily intake/admission and residential tasks associated with the South Wilmington Street Center for Men Experiencing Homelessness.  This job trains and supervises staff, prepares daily reports, and works to streamline the overall daily operation of the Center.  It also facilitates the continual improvement of guest services throughout the Center and works to solve issues and problems quickly with a sense of urgency.

•

Supervises, manages, and oversees team of intake staff by conducting performance reviews, monitoring Staff Development Plans, individual supervision, coaching, and corrective action with assigned intake staff; Supervises all events taking place on assigned shift; Provides direction to the security officer assigned to shift; Receives and fills any vacancy on shift through utilization of pool staff with assistance from Assistant Shelter Manager or designee; Maintains accurate and timely records of all activities occurring during the course of a shift.  Conducts data entry into the computer system, complete incident reports, interaction notes, and updates the Shift Synopsis, as well as any other administrative tasks assigned by a supervisor; Accepts and reviews documentation created by intake staff, initiates corrective action as needed, and reviews staff data entered in the computer system; Meets with overlapping Shift Supervisors at the beginning and end of each shift to go over any pertinent information to be shared.

1

50%

•

Provides leadership to a team of staff who outreach to men experiencing homeless seeking services at the South Wilmington Street Center and assists with day to day oversight of facility operations-- conducting intakes for new guests accessing the facility for services, engaging guests by offering assistance as needed, listening to guests concerns and takes steps to help them find solutions; roving different areas of the facility to ensure the building is safe and secure.

2

10%

•

Helps team  to admit guests daily by completing security checks on anyone entering the SWSC by requesting individuals to empty pockets, empty contents of any bags or packages, and scanning the individual with the metal detection wanding device assigns beds and completes the full check in process with new and returning guests, including new guest intakes; new guest orientation, verifying alerts, passing on messages, etc. using the SWSC computer system (HMIS).

3

10%

•

Provides intake services to all guests who present at the Center.  Greets and interviews applicants.  Gathers information, completes forms, verifies application information and provides information regarding services for which applicant is eligible.  Schedules appointments as required. Orients guests to cultural norms and provides an overview of services offered.

4

10%

•

Provides direct care to clients in residential programs.  Assists with activities of daily living.  Monitors and documents behavior.  Ensures all guest chores are assigned and completed satisfactorily; resolves conflict by using least intrusive methods for the situation, be it verbal techniques, calling for staff assistance, involving security, or calling 911; processes and files mail; delivers mail and messages to guests; monitors/provides cleaning supplies / hygiene items; ensures linen and towels are rolled and available; reports maintenance needs; preparing facility for White Flag events; completes overnight bed checks.

5

10%

•

Writes accurate and complete incident reports, interactions notes, shift synopsis entries, shift narratives, other required paperwork and enters accurate information into the HMIS within timeliness standards.

6

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Associate's degree

•

Three years of job-related experience

•

Equivalent education and experience are accepted

•

Bachelor's Degree

Human Services or related discipline

•

1 Year

Working with Persons who are experiencing homelessness

•

CPR - Cardiac Pulmonary Resuscitation

Within 60 Days

•

FIRSTAID - First Aid

Within 60 Days

•

Must have an excellent track record for coaching and motivating staff and volunteers. 

•

Excellent organizational and interpersonal skills. 

•

Strong oral and written communication skills ability to establish and maintain a variety of working relationships ability to deal tactfully and effectively with personnel at all levels as well as the public. 

•

Familiarity with computers and computer systems ability to perform and prioritize multiple tasks and prepare and present comprehensive reports.

•

Proficient ability to multi-task and work in a fast-paced environment while remaining organized and prioritizing workload throughout the day

•

Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

•

Knowledge of daily operations of front desk, check-ins, check-outs, and problem resolution.

•

Demonstrates knowledge of the services provided by the center.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Enforcing Laws, Rules & Regulations

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X